• You'll act as the trusted advisor for your assigned accounts, building real relationships with the people who make decisions and the people who use the product day to day. • Drive adoption, usage expansion, and retention across your assigned accounts • Run a structured outreach plan and keep it consistent month over month • Build relationships with key stakeholders and serve as their go-to advisor • Own onboarding for your accounts and get fully proficient in our CRM and engagement tools quickly • Log engagement activity in our systems of record and keep a current weekly forecast in Salesforce • Spot and close upsell and cross-sell opportunities on your own • Partner with Sales, Product, Marketing, and Support to resolve issues and land outcomes • Bring the customer's voice back inside the company and push for improvements based on what you hear • Use account data to prioritize, plan, and make decisions

• Own the ongoing optimization of EverTrue's Customer Success technology ecosystem through process improvement, automation, and operational excellence. • Partner with Customer Success Leadership to improve customer lifecycle processes from onboarding through renewal and expansion. • Support the implementation of ChurnZero by partnering with internal stakeholders and implementation consultants on requirements gathering, configuration, testing, rollout, and user adoption. • Become the long-term business owner and administrator of ChurnZero following implementation. • Build and maintain customer health scores, playbooks, lifecycle journeys, alerts, automation, and reporting within ChurnZero. • Manage renewal forecasting processes, pipeline hygiene, and executive reporting to improve forecast accuracy. • Support Salesforce administration related to Customer Success processes, renewals, customer lifecycle management, and account health. • Partner with Revenue Operations to optimize Salesforce, CPQ, and Conga workflows supporting customer renewals and contract management. • Build dashboards and reporting focused on customer health, retention, churn risk, renewals, expansion opportunities, product adoption, and operational performance. • Identify workflow inefficiencies and implement scalable process improvements that reduce manual work and improve team productivity. • Ensure data integrity across Salesforce, ChurnZero, CPQ, Conga, and supporting business systems. • Document business processes, system configurations, and operational workflows to support long-term scalability and organizational knowledge.

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this roleThe Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success. The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes. Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook. What You’ll Do - Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives - Know the GitLab platform, our more common best practices, and use cases in order to guide the customer - Understand the customer journey and be able to guide them on future adoption - Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed - Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction - Remain knowledgeable and up-to-date on GitLab releases - Provide immediate onboarding activities - Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals - Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant - Support GitLab Services in identifying and recommending training opportunities What You’ll Bring - Understanding of Git and typical branching strategies - Knowledge of software development lifecycle and development pipeline - Understanding of continuous integration, continuous deployment, DevSecOps - Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention - Experience partnering with customers to define and achieve business outcomes - Familiarity working with customers of sizes relevant to the assigned segment - Exceptional verbal, written, organizational, presentation, and communications skills - Detailed oriented and analytical Strong team player but self-starter - Project management experience & skills - Strong technical, analytic, and problem-solving skills - Alignment with our values, and willingness to work in accordance with those values - Ability to travel if needed and comply with the company’s travel policy - Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions - Fluent in English and Arabic. #LI-CM1 About the team The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment. How GitLab Supports Full-Time Employees - Benefits to support your health, finances, and well-being - Flexible Paid Time Off - Team Member Resource Groups - Equity Compensation & Employee Stock Purchase Plan - Growth and Development Fund - Parental Leave Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Role Description The Customer Success Manager (CSM) is responsible for driving adoption, satisfaction, and retention across a portfolio of mid-market and enterprise commercial OpenSpace customers. This role ensures customers realize and achieve value from the OpenSpace platform through effective onboarding, ongoing enablement, proactive communication, and consistent adoption support. CSMs build strong working relationships with project and departmental stakeholders, monitor customer health, and escalate risks or expansion opportunities to account teams. This role focuses on tactical execution, training, and day-to-day partnership to encourage sustained usage and successful business outcomes. - Serve as the primary post-sales point of contact for a portfolio of mid-market and enterprise accounts. - Build and maintain strong working relationships with operational and project-level stakeholders. - Deliver onboarding refreshers, usage reviews, and tailored training sessions to maximize time-to-value and drive sustained product engagement. - Monitor account health and usage trends to identify risks and drive proactive customer engagement. - Conduct discovery to understand customer workflows and recommend best practices aligned to their business goals. - Surface expansion and retention risks to account teams. - Support renewal processes by providing usage insights, ACV checks, documentation, and customer context. - Maintain accurate records of customer health, activity, and opportunities using tools like Salesforce and Catalyst. Track progress against KPIs for adoption, retention, and growth. - Travel to customer jobsites and offices (~25%) to build stronger relationships and deliver in-person support, when needed. - Partner with Sales, Product, and Marketing teams to deliver seamless experiences and ensure alignment on customer needs and product capabilities. Qualifications - 3+ years of experience in Customer Success, Account Management, Support, or another customer-facing role in a B2B SaaS environment. - Experience facilitating onboarding, training, or engagement programs with customers. - Bachelor’s degree preferred or equivalent experience. - Construction or ConTech industry experience is strongly preferred. - Ability to manage a book of business totaling $5M+ across 30-100+ accounts. - Strong verbal and written communication skills with the ability to deliver product training effectively. - Working knowledge of Salesforce, Catalyst, Gainsight, or other CS platforms. - Strong customer relationship-building skills with a customer-centric mindset. - Ability to interpret product usage data to identify adoption risks or growth opportunities. - Strong collaboration skills and willingness to work cross-functionally. - Problem-solving mindset with the ability to troubleshoot customer issues independently. - This role requires the ability to travel. The average travel requirements of this role are up to 25%. Requirements - Base Salary: $92,000-130,000 plus variable. - The “Base Salary” range represents the low and high end of the anticipated salary range for this position across all US locations including but not limited to CA, CO, NY, WA, NV, MD, CT and RI. - The determination of this anticipated Base Salary involves the consideration of many factors in making compensation decisions including but not limited to: location of candidate, unique skill sets, experience, training, performance, licensure and certifications, as well as other business and organizational needs. - Our anticipated Base Salary determination is just one component of OpenSpace’s competitive total rewards strategy that also includes equity awards, 401k match, as well as other region-specific health and wellness benefits. Benefits - If this role isn't what you're looking for, please consider other open positions. Company Description OpenSpace welcomes employees from varied backgrounds and walks of life, and it’s reflected in our diverse community. OpenSpace is proud to be an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.